SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
ShopMy is a unicorn ($1.5B valuation) transforming e-commerce by building infrastructure for human-led curation at scale. The company enables brands to run performance-driven creator programs while allowing top creators to monetize their influence and partner directly with brands they love.
You will join the Product team as a Senior Product Support Associate focused on Brand Support, serving as a trusted escalation resource for complex customer issues. This role is ideal for someone with solid support experience ready to take on greater ownership and autonomy.
Key responsibilities include: owning complex or high-impact brand support tickets through complete resolution using judgment beyond standard macros; serving as the first escalation point for active tickets and chats; identifying root causes of recurring issues and recommending systemic fixes; proactively maintaining and improving internal knowledge bases and onboarding documentation; identifying gaps in AI coverage and editing AI-generated responses to improve performance; bringing a builder mindset to create or fix workflows and documentation rather than waiting for others; and partnering with Product, Engineering, and Trust & Safety teams to surface trends and resolve systemic issues.
You thrive on owning hard tickets end-to-end, being the person teammates trust when things break or get complicated, translating product features into clear brand-friendly language, working in fast-paced high-growth environments, and using AI-native tools effectively. The role requires a Bachelor's degree or equivalent, 2-4 years in customer support, brand/account support, or product operations, strong troubleshooting skills beyond macros, ability to assess customer impact and urgency, clean written communication suitable for Product/Engineering review, a builder mindset, and proficiency with Google Suite, Microsoft Office, Zoom, and support platforms like Zendesk, Intercom, or Jira.
Bonus qualifications include startup or high-growth SaaS experience, informal mentoring of junior teammates, familiarity with AI-powered support tools, knowledge of creator economy or e-commerce, and ability to execute under tight deadlines.
